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ABS
Occasional Contributor
Posts: 4
0

Video freezing when communicating with regular Skype users

Just got a RealPresence Trio 8800, running  latest firmware.

Logged in on the the trio as  SFB (Skype for Business) user, when communicating with other SFB users everything is fine but when communicating with regular Skype users my video (my video at the other end) freezes exactly 10 seconds, audio still functions as normal.

I tried down grading the firmware but they all are doing the same. Any suggestions will be helpful.

 

Thanks

Polycom Employee & Community Manager
Posts: 12,817
0

Re: Video freezing when communicating with regular Skype users

[ Edited ]

Hello ABS,

welcome to the Polycom Community.

 

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing. Please therefore always post the exact complete build id.

 

Do you mean calls between Consumer Skype and Skype for Business?

 

If yes I do not believe this is currently supported.

 

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

 

Please mention 1-5041136801 / ENH-2673 when opening the ticket

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
ABS
Occasional Contributor
Posts: 4
0

Re: Video freezing when communicating with regular Skype users

Currently runing firmware 5.4.4.7776

Yes, calls betweem me (SFB) and Consumer Skype. So You are saying this isn't supported.

We have a reseller, and they told us it was supported, will contact them for a return.

 

Thanks

Polycom Employee & Community Manager
Posts: 12,817
0

Re: Video freezing when communicating with regular Skype users

Hello ABS,

there are some interoperability issues so we need to get this escalated as already explained. Please go ahead an open a Ticket with Polycom support as already outlined.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.